Prompt Therapy Solutions Inc

Client Experience Manager

Prompt Therapy Solutions Inc

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $65,000 - $95,000 per year

Job Level

Junior

About the role

  • Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
  • Be each customer’s champion by providing ongoing support via our help desk platform helping them find solutions to their inquiries
  • Support development and update of the internal and external knowledge base to help scale our help desk support
  • Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations in each support ticket
  • Learn, adopt, establish processes and workflows that allow the support team to run like a well oiled machine
  • Improve and advocate for customer experience by identifying opportunities to enhance our product and service features
  • Support engineering ticket creation, review and prioritization
  • Share user feedback to Product function and help them translate the feedback into features that customers find valuable
  • Regularly participate in the customer support queue to stay up-to-date with the Prompt software and tools, using these insights to enhance training programs.

Requirements

  • Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA
  • Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
  • Proactive, self-motivated and ability to use resources available to learn quickly and autonomously
  • Experienced in thriving within dynamic work settings that demand adaptability and efficiency
  • Ready to embrace a fast-paced environment, with occasional requirements to work beyond standard hours
  • Highly Proficient in MS Excel
  • Exceptional written and verbal communication skills
  • Bachelor's degree with strong academic performance
  • Prefer 1-3 years of experience on a Support or CX Team
  • Prior startup and/or B2B SaaS technology organization experience
  • Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure
  • Able to communicate effectively across teams
  • Understanding and learning software must be a passion of yours
  • Highly motivated to work in a fast paced, dynamic environment where you will need to work outside normal working hours at times
  • Be comfortable owning your own workload
  • Experience with Zendesk or similar customer support software
  • Knowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc)
Benefits
  • Competitive salaries
  • Remote/hybrid environment
  • Potential equity compensation for outstanding performance
  • Flexible PTO
  • Company-wide sponsored lunches
  • Company paid disability and life insurance benefits
  • Company paid family and medical leave
  • Medical, dental, and vision insurance benefits
  • Discounted pet insurance
  • FSA/DCA and commuter benefits
  • 401k
  • Complimentary subscription to digital fitness classes and wellness content
  • Recovery suite at HQ – includes a cold plunge, sauna, and shower
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
analytical mindsettroubleshootingMS Excelcustomer supporte-clinical systemsEMRRTMHEPCRMHIEs
Soft Skills
proactiveself-motivatedadaptabilityefficiencywritten communicationverbal communicationproject managementprofessional composureteam communicationownership
Certifications
Bachelor's degree